Summary
Overview
Work History
Education
Skills
Spouse
Personal Information
Languages
Timeline
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Parag Khokle

Parag Khokle

Pune

Summary

Highly-motivated employee with over a decade of experience in Business Process Reengineering and a strong competence in Lean Six Sigma and Generative AI, dedicated in enhancing Operational efficiency and driving Innovation. Committed to continuous improvement, my mission is to align with companies Culture of Excellence, contribute to our shared goals, and foster an environment that values diverse perspectives and collective growth. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

20
20
years of professional experience

Work History

Head – Business Process Re-Engineering

- Current
  • Chief Manager(Band 7)– Business Process Re-engineering vertical for Life Insurance Company
  • Project Management: Project Management for Critical Projects managed directly by COO office through Project Management approach
  • Weekly connect with COO on the Critical projects
  • Governance through Weekly & Monthly dashboards/Decks for CEO review
  • Business As Usual: Line of Business Managed - New Business & Under Writing, Policy Servicing, Customer Experience & Customer Retention & Branch ops covering 1000+ employees
  • Managing a Team of 6 people to cater to above Business Units (Sr
  • Manager, Managers & Deputy Manager)
  • Workshops with HOD to align with the Organizational Goals and Business expectations
  • Define Strategy and setting up Targets for the Team accordingly
  • Key Focus Areas – Project Identification, Process Reviews(Business Process Re-Engineering), Process Digitization, Change Management, VSM & Ideation
  • Process Improvement – Improving Bottom Line Saves, Top Line Saves, Head Count Saves through Key Focus areas
  • Designed Process Maturity Model to Identify processes which has scope of improvement
  • Designed Training material on 7 Quality tools & Value Stream Mapping
  • Project Identification: Objective - To drive High Impact Projects which has an Impact Organization, Business & End Customer
  • Levers – CEO Office, COO office, VOC, Impact on SLA, Impact on Regulatory, Financial & Business Impact
  • Process Reviews (Business Process Re-engineering)
  • One of the New initiatives taken by BPR with the objective to evaluate the current processes which are critical to Business (Process Shadowing)
  • Helped to identify Improvement opportunities related to Process Re-engineering, Process Simplification, Process Standardization
  • Process Digitization Initiative to identify & classify processes which will qualify for Process Digitization
  • Designed Process Digitization Framework
  • Designed Project Plan
  • Co-ordination with Vendors for deployment of Digitization tool
  • Initiated weekly MIS on Process Reviews
  • Ensured implementation of Improvement opportunities identified during Process reviews.

Deputy General Manager

Cognizant technology solutions
Pune
10.2022 - 03.2023
  • Worked as a PEX Lead for one of the International Clients – IT + BPS for Optimizing Workflows for Email & Chat
  • Part of Innovation and Automation Team
  • Focus areas – Identify Automation opportunities through RPA
  • Process Re-engineering, Process Simplification, Process Standardization
  • Process Improvement(Bottom Line Saves, Top Line Saves, Head Count Saves).

MBB – PI Champion

TAta consultancy services
Pune
12.2011 - 10.2022
  • Worked as a MBB – PI Champion for BFSI Domain
  • Managing E2E Deployment(iQMS, CSS, SLA, Lifeline, Contract Management, CMMi Deployment, Mandatory Training & Certification) & Process Improvement(Bottom Line Saves, Top Line Saves, Head Count Saves, GB & Agile – Training & Certifications) for an HC of 2000+ with 2 reportees
  • Expertise in Banking & Finance (India)
  • Sales – Outbound & Inbound – Different Types of Personal Loans
  • Customer Service – Inbound & Email
  • Back Office – E2E back office management for the Customer
  • Insurance – Inbound & Chat
  • Collections – Bucket 0 & Bucket 1
  • Process Improvement Initiatives: Designing “Process Improvement Strategy” from Continual Improvement, Transformation, Delivery Assurance & Training & Certification Perspective
  • Setting up Yearly Targets for PI Saves, Customer Hard Saves, HC Saves, BVA(Business Value Articulation), GB – Training & Certification, Agile – Training, Certification & Project at Account & Cluster Level
  • Expertise in Transformation, Lean, Six Sigma GB Training & Certification, Project Management, Deployment of Process Improvement initiatives utilizing Agile Framework, Lean - Six Sigma Methodology like DMAIC, Lean, SPS, Kaizen
  • Provide Support & Guidance to Senior Management in achieving Business goals
  • Project identification through different levers like Voice of Customer, Voice of Process, SLA Misses, MBR, QBR, Internal Operations review, OFI’s identified through CSS Surveys
  • Designed “Agi(Lean) Model – Blend of Agile & Lean Six Sigma Practices” to deliver Multiple Continual Improvement Projects Simultaneously thereby delivering value Incrementally & Iteratively to the Customer
  • Won the Center of Excellence Award for “Most Innovative Project” in 2022 by SCMHRD.

Assistant Manager

ICICI Bank
Mumbai
08.2008 - 11.2011
  • Worked as Assistant Manager – Credit Cards & Loans collection Strategy & Analysis / Retail Banking Group
  • Key Responsibilities: Dialer & Campaign Management for entire CSPB (Phone Banking Service) with a team of 3 reportees.
  • Overall Campaign Management: 50 odd campaigns
  • Products Managed: Assets, Liabilities & IBG
  • Sub Products’ : Home Loan, Auto Loan, Wealth Management, Credit Cards, Call and Trade etc.
  • Centralized Pan India Credit Cards & Loans related activities on the collection side managed with a team of 3 reportees handling
  • Responsible for Generation, Publishing & Updation of MIS, Process Development, Analysis of data & MIS to make future strategy for business recovery process
  • Achievements: Streamlined the major MIS’s at ICICI Bank internally by Automating the same through SAS by reducing Manual Errors, saving Man/Hrs & ensuring the TAT is met
  • Automation of the MIS through our tech team for Loans Portfolio
  • MIS Accuracy & TAT was met with all the MIS getting published within TAT
  • Process Excellence Award was awarded for achieving 2nd Place in ‘DATA MART’
  • ICICI BANK QULAITY AWARD FOR PROCESS EXCELLENCE (2009-10).

Dialer officer

Intelenet global services
08.2006 - 08.2008

Dialer administrator

E-serve
03.2004 - 12.2006

Education

Leadership with AI from ISB -

09.2024

Graduate -

Mumbai University
05.1999

HSC -

01.1996

SSC -

01.1994

PMP Certified from Project Management Institute (PMI) -

MBB Trained from Benchmark Six Sigma -

Certified Black Belt from Lean Six Sigma Institute -

Black Belt Trained from ASQ -

Certified Green Belt & Black Belt from TCS -

Certified Transformation Master Class Associate from TCS -

Certified Scrum Master & Agile Champion from TCS -

Qualified Assessment Team Member for CMMi -

Auditor for ISO 9001-2008, BS25999 -

Certified Internal Auditor from TCS -

Skills

  • Artificial Intelligence (AI)
  • Digital Transformation
  • Lean Six Sigma (Black Belt)
  • Quality Assurance
  • Project Management (PMP)
  • Business Process Re-Engineering
  • Change Management
  • Agile
  • CMMi (Capability Maturity Model Integration)
  • Dialer & Campaign Management
  • Leadership
  • Team building
  • Data Management
  • Analytical and Critical Thinking
  • Problem-Solving

Spouse

Dr. Mrunalee Khokle (B.H.M.S)

Personal Information

Marital Status: Married

Languages

Hindi, English, Marathi

Timeline

Deputy General Manager

Cognizant technology solutions
10.2022 - 03.2023

MBB – PI Champion

TAta consultancy services
12.2011 - 10.2022

Assistant Manager

ICICI Bank
08.2008 - 11.2011

Dialer officer

Intelenet global services
08.2006 - 08.2008

Dialer administrator

E-serve
03.2004 - 12.2006

Head – Business Process Re-Engineering

- Current

Leadership with AI from ISB -

Graduate -

Mumbai University

HSC -

SSC -

PMP Certified from Project Management Institute (PMI) -

MBB Trained from Benchmark Six Sigma -

Certified Black Belt from Lean Six Sigma Institute -

Black Belt Trained from ASQ -

Certified Green Belt & Black Belt from TCS -

Certified Transformation Master Class Associate from TCS -

Certified Scrum Master & Agile Champion from TCS -

Qualified Assessment Team Member for CMMi -

Auditor for ISO 9001-2008, BS25999 -

Certified Internal Auditor from TCS -

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Parag Khokle